IT Support Specialist

NEPC Careers•Boston, MA

14d•Hybrid

About The Position

The IT Support Specialist plays a key role in ensuring NEPC’s employees across all offices enjoy a high-quality computing experience. By delivering and supporting new technology, the specialist addresses complex end user requests and helps maintain reliable operations. This position is responsible for providing employees with devices and collaboration tools that are secure, dependable, and perform optimally. Operating in an environment centered around Microsoft technologies, the IT Support Specialist is expected to be both a hands-on problem solver and a proactive contributor to the continual improvement of end-user technology experiences. The role requires active engagement with troubleshooting and implementing solutions, as well as seeking opportunities to enhance the daily workflow for users. All members of the IT Group are characterized by a hands-on approach, strong teamwork, and a focus on achieving results. Collaboration within the team is essential to delivering effective IT support and maintaining high standards of service.

Requirements

1-4 years of experience in desktop or end-user support within a Microsoft-focused environment.
Strong knowledge of Windows 11, Microsoft 365, Teams, SharePoint, and OneDrive.
Experience supporting and maintaining Microsoft Teams Rooms and modern A/V systems.
Solid understanding of endpoint management and imaging tools such as Intune, SCCM, Endpoint Central, Smart Deploy, or equivalent.
Demonstrate a relentless commitment to service excellence by providing a white-glove experience, proactively supporting colleagues and clients, and taking ownership of issues through to resolution.
Proven ability to communicate effectively and empathetically with users of varying technical skill levels remotely and in-person.
Strong organizational and problem-solving skills with a customer-first mindset.
Experience using ITSM/ticketing systems to manage, document, and track support requests.
Familiarity with mobile device setup and management (iOS/Android) including email, MFA, and Google Play/App Store

Nice To Haves

Experience working in a professional services or financial services environment.
Familiarity with Zero Trust or secure device management frameworks.
ITIL Foundation certification or equivalent understanding of ITSM principles.
Experience working within Jira, Confluence, and Zscaler
Experience collaborating with managed service providers and hardware vendors.

Responsibilities

Provide advanced technical support for Windows 11, Microsoft 365, and associated productivity tools (e.g., Adobe Acrobat, Microsoft Teams).
Diagnose and resolve complex hardware, software, and connectivity issues with minimal disruption to business operations.
Ensure all support interactions result in a positive, high-quality user experience.
Familiarity with basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting).
Demonstrated ability to troubleshoot and resolve common hardware/peripheral issues (e.g., printers, docking stations, keyboards, monitors).
Maintain, troubleshoot, and optimize complex conference room systems, including Microsoft Teams Rooms, A/V hardware, and integrated peripherals.
Partner with Facilities and third-party vendors to support reliable video conferencing experiences for local and remote participants.
Develop and maintain documentation for conference room standards and configurations.
Managing a ticket queue and communicating effectively to end users, Technology Operations team members, and third-party vendors when necessary
Work closely with Infrastructure and Security teams to ensure endpoint compliance with corporate standards, security policies, and Zero Trust principles.
Coordinate with third-party vendors to support hardware maintenance, escalations, and on-site installations.
Participate in cross-team projects involving endpoint management, software deployments, and user experience initiatives.
Flexibility for occasional after-hours or on-call support coverage
Support device lifecycle management, including imaging, deployment, patching, hardware refresh processes, and inventory management.
Identify and implement improvements to reduce recurring incidents and improve service efficiency.
Proficiency with remote support tools such as Splashtop and EndPoint Central.
Contribute to the creation and refinement of knowledge base articles, self-service resources, and end-user training materials.
Provide input on technology standards, device configurations, and user experience initiatives.
Assist with testing and rollout of new tools or configurations to ensure smooth adoption across the firm.
Ability to learn, support, and implement new and emerging technologies.